RT 5.0.1 Documentation
RT::Action::AutoOpenInactive
DESCRIPTION
This action automatically moves an inactive ticket to an active status.
Status is not changed if there is no active statuses in the lifecycle.
Status is not changed if message's head has field RT-Control with no-autoopen substring.
Status is set to the first possible active status. If the ticket's status is Resolved then RT finds all possible transitions from Resolved status and selects first one that results in the ticket having an active status.